Springfield Pool and Spa recently changed owners, who live out of town. The people who work there apparently have no vested interest in how the business is doing, nor do they have any interest or concern about customer service. A little over a year and a half ago, I purchased a new hot tub, and it began leaking in days. Numerous trips to fix it, only to have it start leaking in about two weeks. Bull Frog finally agreed to replace the hot after a year and several more trips to fix leaks. Then I started having problems with the replacement hot tub. Now, beware when dealing with Springfield Pool and Spa. Their contract and warranty/guarantee do not cover travel time for guaranteed repairs. My old hot was over ten years old before I needed some work on it, so I had little concern. But after a year and a half, those charges have added up and I am less than fifteen minutes away from their store. When you ask the people at the store about a problem, they cannot tell you anything about how to fix it. They will only tell you they will have to send someone out to look at it and of course, charge you for it. The last time, I got a symbol on the control panel, and I stopped in the store to ask them what it meant because it would not allow me to do anything with the hot tub and there was no mention of it in the Operating Manual. They couldn't tell and said they would have to send someone out. They came out secretly and never indicated they had been (even though I was at home) there. Two weeks later, I got a bill for $218.75, telling me the control panel was so dirty they could not read it. First lie. Then the bill shows a charge for one hour of labor at $175 an hour. One hour to wipe off the top of the control panel? Not to mention another $43.75 travel time. All for something they should have been able to tell me when I went into the store to ask them about the problem and what the symbol on the control panel was indicating. I would stay away from them. They will not help you and simply tell you they will have to send someone out to look at it, so they can charge you an unreasonable amount. They will hang up on you if you call them and say something they don't want to hear, or they will threaten you with turning the dispute over to collection. Springfield Pool and Spa is one of the most disreputable businesses I have dealt with in my 76 years. I should have read the reviews before I decided to do business with them. This review makes 9 out thirteen, the worst they can be given. read more

This place is absolutely amazing. Employees are kind and friendly and welcoming will definitely be coming back for any future spa or pool needs. They gained a customer for life 10 out of 10 recommend this place. read more

YOU HAVE A CHOICE! There are numerous reputable pool and spa companies to choose from in the Springfield/Branson area, and this is not one of them. I'd give anything to have taken the time to read reviews before getting tied up with this unprofessional, unreliable, and dishonest company. They were called for a repair that was NEVER MADE and sent a one-line invoice for more than double the hours they spent on the job over numerous visits. The hours they were there were mostly spent walking around, and even sitting in their truck in our driveway, in my opinion counting on us not being home to dispute the number of hours they should have billed. They finally gave up on the job and left without making any sort of repair. Our first step was to try to have a reasonable conversation about the invoice amount, but the owner would not even speak to us. Customer satisfaction seems to take a backseat to egoism and defensiveness with him, which is a common opinion in other reviews written by their customers, and one that comes through in his "owner responses" to negative reviews. Disputing the bill resulted in the involvement of a collection company and threat of lawsuit--in my opinion, overbilling and subsequent intimidation is their M.O. and the method by which they remain in business, versus providing an actual service and striving for customer satisfaction. Save yourself now and call another company. I encourage you to read reviews before you hire anyone--there were several negative ones written for this company that reflected very similar experiences to ours, to the point that I would never have contacted them had I read them beforehand. Do yourself a favor and call someone else who actually cares about their customers. read more

I was in your store today and bought over $300 worth of products for a spa I bought from your store a couple of years ago. I called ahead before I made the trip to your store and your rep gave me a list and told me about the green bag thing. I explained that I didn't get a green bag, Larry was my sales guy and he is no longer there. The process back then was not without issues though we paid cash for the spa and delivery. Now the rep on the phone was very nice and told me it was not going to be an issue, just ask for a new one and they would take care of me. None the less, today I inquired about this green bag thing and was told nope! No bag no discount!!! Even got an older guy to help and he said no discount regardless of what I told him though he said he did appreciate my business. That was a bit sarcastic considering the amount of money I spent and what we were discussing what $30? I was so upset I stated that I wouldn't return and he said ok so they are ok with losing business over this 10% loyalty discount deal!!! Very disappointed!!!! read more

We bought our hot tub three years ago. And just recently had a problem with it I couldn't get it to turn on. It was still under warranty so I called they had someone out the next day. The two gentlemen that came out couldn't have been any nicer and courteous. I am very pleased with the service. read more

Horrible expensive and are not up front about the cost before doing their work. They leave the scene and weeks later you receive via email your over priced billing. I strongly advise people not to buy a spa from them or get their help with your pool. Anyone want to buy my spa? I wish I did not have to give them even one star but have to \ to share this review. I will bad mouth this company for the rest of my LIFE! read more

I could not be happier with this company and it's staff. The sales associate, Brian, was very accomodating and patient with us as we explored the various offerings of hot tubs. He was knowledgeable and very fair in his pricing of our unit. In addition, he personally accompanied the two installers, Brian and Phillipe, who worked very hard as a team to get us exactly what we wanted. These three men worked with the electrician and stayed until the installation was complete. In addition, they allowed me to video their extensive educational presentation on the care and service of our hot tub. We knew nothing about the use of the chemicals but are now confident that we can keep the water in perfect condition. I would have to say it has been an exceptionally great buying experience. I would give them 6 STARS if that was an option! read more

I would give this zero stars, but that isn't an option. I called Springfield Pool & Spa because my hot tub was out of commission, and I wanted to find out what was wrong and what the repairs would cost. I'm a school teacher and single mom--letting me know costs upfront is pretty important. He took my address and told me he would come out that week, which he did and I was thankful for that. However, he gave me no notice upfront that there was a $125 service charge just to drive the 6 miles to my house and look at it. In addition, because he couldn't find the brand on the hot tub, he estimated it would be around $1,000 to repair it. Needless to say, I didn't have the repair done. Then, I get this $125 bill in the mail for the visit THAT I WAS NEVER TOLD THERE WAS A CHARGE FOR. No one at the store could help me with this, so I refused to pay it. Then they sent me to collections. I paid the bill, but I want to warn EVERYONE against using this company because they are not upfront with costs and are poorly managed! GO ELSEWHERE! read more

Just bought a new spa and I love it. Sales staff was very knowledgeable and helpful. Great service continued after delivery with free water testing. If you are looking for a spa or pool I highly recommend this business. read more

I have always called Springfield Pool & Spa to service my hot tub. In 2020 they replaced a major part and then in a few months another major part malfunctioned, it was on order for approximately 6 months. Part finally came in and they installed it. My hot tub still wasn't fixed, blower wouldn't come on, this they should have recognized prior to leaving and it would not show or change cycles. I also noticed the water temperature was hotter, twice got up to 109. They ordered a blower motor. When I called to tell them about the water temperature they said they were going to shut the service department down and wasn't taking on any new jobs. My job isn't a new job, the water temperature and the blower motor weren't problems until they started replacing parts. They advised they would still replace the blower motor but wouldn't fix the overheating problem. They wouldn't budge on that so obviously I cancelled the blower motor install. I will never do business with this company again. read more

I can not believe how rude this man is! Couldn't find the right parts so I bought extras and couldn't return them because I was three days over their "14 day return policy" which I wasn't aware of. No store credit, no nothing. $70.00 and I can't use any of this stuff because it is so out dated! Will not be going there again. Both times I have spoken with him he has been absolutely arrogant and talks to people like he is better than them. read more

Used to love this place when Scott and Kelly Thomas (and crew) ran it! Though we love the quality of our spa, they really excelled in the Service Department. They delivered, set up, tested water and were attentive to coming out for even minor adjustments. Since they left, the quality of service has gone downhill drastically-even the store is not kept as nice as before. When we needed to re-order a new cover, the new manager, another "Scott" advised that they were phasing out their service department beyond the immediate Springfield area, however would extend service and installation to us since we were repeat customers. When our cover came in, we were not notified and a month later, when we called to check on the order, he advised the cover had been sitting in the shop. He said he couldn't deliver for another month, but when pressed, said he would schedule a special trip to Kimberling City to install. After much discussion, a date and time were set up and he did not show and did not call to cancel or reschedule. When we called an hour after the time for them to deliver, we were told we were not on the schedule and that he "must have messed up and didn't get you on the schedule." He advised he would get us back on the schedule later. He definitely implied originally that he did not want to service our hot tub since we were outside the immediate Springfield area, and lied when he said we were not on the schedule, since he personally set up the date and time for delivery. A business that does not have a good customer service department is not worth going back to. I would advise future hot tub buyers to go elsewhere-especially given the huge investment you make when you buy a hot tub!! TERRIBLE SERVICE!! read more

I went in to buy some pool supplies for opening of our pool this year, I was waiting on by a staff member who was new I could tell as well as very courtous and helpful she did a great job and the place was a bit small but well worth my time and getting great service at a good price is worth it. Melinda was the employee that waited on me and Thanks to her I was in and out without having to wait forever. Kudo's I think you picked a winner here. read more

I'm not one to use Social Media as a means to vent however after my experience today, I feel justified in doing so. Around 2 months ago, I was having issues with my Polaris in my swimming pool not cleaning the shallow end of our pool and continuing to circle the deep end. I took it to Springfield Pool and Spa where I purchased it and told them my husband thought the gears might be stripped. Ed took it apart and confirmed that yes the gear was worn and I'd probably need to replace the gear box. (Keep in mind that he did indeed look it up on his computer to confirm that we did indeed purchase it there.). I asked it him how much a new gear box would cost and decided that I'd replace it because we like things to work right. Alan went in a week or two later to pick it up and they had it repaired with the old part in a bag on the unit. It worked up until about 2 weeks ago when it started doing the same thing. Now fast forward to today when I took the Polaris back in and Ed whom I dealt with last time had no record of repairing it and told me he'd never seen the Polaris and asked me if I was sure I'd had them fix it, even though he was the very one I dealt with and even took it apart. We have been loyal customers ofSpringfield Pool and Spa for 15+ years, have bought 2 hot tubs from them and replaced 2 liners. Now I ask you, would I have taken my Polaris elsewhere? They had no record of my repair on their computers which isn't surprising to me as it took them 4 months to bill me for the repair they did on the lateral line on our pool. Anyway after a very heated conversation with my husband on the phone of which Ed hung up on him, he told me we'd need to take our business elsewhere of which you can be assured we will! Springfield Pool and Spa went under new ownership this past year and I can only feel that if this is how they treat valued customers and insinuate that I am lying they are going to lose a lot more lifetime customers! read more

OMG, where do I start. Pool install was going VERY slow. Although Thomas is a great guy and professional, the rest of the staff I dealt with suck. I did a review that was not complimentary. I was asked, by Ed, to remove it so they could finish the install. I traded in a $12K hot tub and was suppose to get a Dutch boy pool, worth @ $6K. What they tried giving me was a second or third tier Dutch boy pool that had been sitting in storage in a tailor, I image, dated 4/2012. ( Ed, before you ad some sort of horseshit here, I took a picture of the PO ticket on the box). When I called them on it, Jessica stated that during our negotiation of the trade I asked for "the cheapest pool they had". Seriously? Who would do that? ( Ed/Jessica, before you deny this, I have the message on my cell phone where you relayed this BS thru Thomas). The pool they tried to give me was worth @ $3K, at best. They Have apparently told people that Scott and Kelly moved to Florida, along with numerous other garbage. Truth be known, Scott and Kelly are still here and have their own place on Republic Road in Springfield. I urge you to go see them. They have been ALWAYS true to their word. Springfield Pool and Spa is a shit show that won't last another year. Management sucks, staff sucks, service sucks. All EXCEPT for Thomas. Wish he would go use his talents elsewhere. I wanted to give them not one star, but you can't submit a review with out one. read more